Customer reviews of HawaiiSurf

Trust Attestation
9,4 /10
Overall rating: 9,4 out of 10
Based on 10 175 published reviews
5 8 363 82% 4 1 145 11% 3 330 3% 2 129 1% 1 208 2%

Summary of reviews

HawaiiSurf consistently delivers fast and careful shipping, with many customers noting items arrive in perfect condition, well protected packaging, and delivery times meeting or exceeding expectations. The store earns praise for attentive, professional, and responsive customer service, including helpful phone support, proactive follow-up, and knowledgeable recommendations that align with customers’ needs. Product quality and accuracy are highlighted across a range of items, from boards to wetsuits, with descriptions matching expectations and favorable price-quality perceptions. The return process and after-sales support are described as efficient and reliable, with quick responses and easy handling when returns are needed.

2 star reviews

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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/11/2020
Package well received, product compliant but package torn without interior protection, products move and bump against each other
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/09/2020
I ordered a pair of Seba E3-80 and I am extremely disappointed because the image does not correspond at all to the product I received, indeed, the intermediate support is just a simple velcro strap while in the product image there is a notched strap, I find it simply shameful to deceive the customer about the merchandise! I do not recommend this product at all! Otherwise, delivery time perfectly respected and careful packaging!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/08/2020
The t-shirt ordered (picture basement cork Black) is described with raised lettering that I was able to verify on a model seen at Intersport (Reims) but could not buy because my size was no longer available. The one I received has totally flat lettering. I am disappointed.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/08/2020
I am disappointed because an item was missing from the package, nothing dramatic, there were only 3 bolts instead of the 4 I ordered... it can happen, it's a low-cost item but what I find abnormal is the lack of response to my message reporting the problem!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/08/2020
Order received on time but with a defect. Since then, impossible to obtain the return document, customer service is ineffective
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 30/06/2020
Working for an e-commerce site I advise you to check the products before shipping as one of the roller wheels is missing the spacing.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 15/05/2020
We ordered quad rollers with assembly, but the assembly does not seem satisfactory. There are no spacers between the bearings and there is no speed ring. When the wheels are spun, they give the impression of "warped wheels". The delivery speed and packaging are very good.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 27/02/2020
My board arrived broken due to transport...
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Response from HawaiiSurf
Hello Sir,
Our entire team is deeply saddened by this news which has concerned us all today. The carrier has been informed, we will discuss together tomorrow regarding your surfboard to see what procedures are possible to address this incident. We sincerely apologize for this inconvenience...
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/02/2020
I had an issue with my order, the product was not as ordered. The customer service never responded to me. However, I received the package on time.
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Response from HawaiiSurf
Hello Madam,
Our customer service tried to contact you to provide a solution, a voicemail was left with a number you can call back. We sincerely apologize for this inconvenience and we are committed to prioritizing your case!
Best regards,
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 19/01/2020
All the Hawaii surf part is excellent but the GLS delivery service is very poor. The delivery person did not deliver because there was no one even though I was there. No notice left. I had to go pick it up at the warehouse. In short
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your experience with our carrier did not go well, we are trying to do our best to ensure that this situation does not happen again! Your comment will be forwarded to them as soon as possible! We thank you for your comment which will help move things forward positively.
We hope to see you again very soon, the HawaiiSurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/01/2020
I still don't know where my purchase is, made on 05/01 (Your Ref.: PEGMQDJUR)
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Response from HawaiiSurf
Hello Sir,
After checking the status of your order, we found that it was pending at customs. The pickup point you chose in France is considered a Swiss pickup point. We are currently processing your file so that you can enjoy your order as quickly as possible. We apologize for this inconvenience and wish you a nice day. The HawaiiSurf team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/01/2020
Disappointed to have received a different item. No one offered to exchange it. So my review is unsatisfied.
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Response from HawaiiSurf
Hello Madam,
We are sincerely sorry for this unusual delay in response, we are doing everything possible to make our customer service as efficient as possible! The information has been forwarded to our service, we will contact you very quickly! We apologize for this inconvenience and thank you for taking the time to write to us so we can advance your case!
On behalf of the entire HawaiiSurf team, we wish you a pleasant day, hoping to see you again very soon!
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/12/2019
My package took a month to arrive.
And I could only get one item out of two because it was out of stock.
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Response from HawaiiSurf
Hello Madam,
We are sorry to hear that your package took so long to reach you, we will contact you during the day so we can find a solution!
We wish you a pleasant day, the HawaiiSurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 01/12/2019
The site seemed serious, the delivery was fast. However, upon opening the package, the ski pants still had the anti-theft tag at the bottom of the leg (so difficult to use!) and a small stain at the top of the pants. I decided to return the item, which also did not meet my expectations. The package was returned and received by the Hawaiisurf warehouse in Bayonne. Since then, I have not received a response from customer service regarding my refund (120 euros after all). I understand that delays may be extended due to the holidays, but just a response to reassure the buyer would be appreciated! I will try calling again...
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Response from HawaiiSurf
Hello,
Sorry for the delay in the refund but the refund was indeed made on January 2, 2020.
Best regards
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 25/11/2019
Received today 18/12/19 the package ordered since 25/11/2019. The tennis of the Quad rollers arrived dirty and in addition I had to pay the delivery person an additional 30.72€ of Igic (Canarian VAT and Customs) after having paid 20% VAT on the purchased product (see invoice). I had a confirmed price with transport of 193€ and now I had to pay an additional 30.72€. Not at all satisfied with the service received. I hope that I will be reimbursed for the additional fees I had to pay. Awaiting your response. Regards.
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Response from HawaiiSurf
Hello, Indeed as announced at the time of ordering a Quad pack assembly takes longer than a classic order preparation. Adding in a delivery to the Canary Islands, and customs clearance takes inevitably longer than a classic shipment... The sneakers may show signs of handling due to assembly. The shipping costs of your order were waived, with a 30% overall discount on your purchase, and the tax corresponding to a little more than the fees requested upon receipt has been refunded via the payment method of your purchase.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 09/10/2019
My package still hasn't arrived.
It apparently returned to the starting point and is now being resent, but I haven't heard anything more than that.
So I'm still waiting.
The tracking of the package is a lie for me since they never delivered anything to me.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 02/09/2019
Item unavailable
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 09/10/2019
Website with a variety of choices, interesting promotions. But very disappointed with the delivery tracking. The order took a long time to arrive, so I sent two emails without a response. I had to call to find out where my order was, more than 20 days after placing it. In the end, it was already at the pickup point. Very disappointed
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/06/2019
Expensive shipping fees for a very long delivery time (8 days). No response to questions by email and if I hadn't called, the board wouldn't have been sent for a while. Once received, defective and damaged product... another wait of 8 days to get a contact and finally a customer service proposal...
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/06/2019
I ordered roller wheels, they were very poorly packaged. And I ordered on Friday, I paid almost 10 euros to be delivered the next day before 1 PM, result I only received them on Monday, if I had known it was misleading, I would have chosen a less expensive delivery... I am disappointed
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Response from HawaiiSurf
Hello, As indicated black on white when choosing Chronopost, orders on Friday are scheduled for delivery the following Monday. I don't see how this can be misleading when what you describe is exactly what is announced/planned when you made your purchase. The Street Invaders wheels were indeed sent in a box, not requiring additional packaging. Did they arrive broken? Damaged? Best regards Romain HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/04/2019
A bit expensive. Some items are hard to find.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/05/2019
The 48h delivery took 5 days.
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Response from HawaiiSurf
Hello, you placed an order on Friday the 3rd. Your order was prepared by our service the same day. The weekend, the carriers do not work (as stated in the T&Cs, the delivery time concerns working days, so excluding weekends and public holidays). Your package was therefore taken care of on the first working day of the week, which is Monday. As you know, this Wednesday, May 8th was a public holiday, the carriers do not work that day (we do, but we are not carriers). So if we recap, with an order on Friday the 3rd, the package was taken care of the next day (Monday since the weekend the carriers are off), and delivered on the 9th, which is 3 days after the order, not 5 days. Indeed, there was a delay due to the public holiday on Wednesday, May 8th, we apologize for that but unfortunately Hawaiisurf cannot override the dictates of public holidays. Have a nice day.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/04/2019
I did not like the experience I had during my order. First, the tracking link for my order did not work, it was not sent to me a second time even after I asked, then I was not notified of the arrival of my parcel at the pickup point and finally I did not receive the free grip that is supposed to be provided with the purchase of a board. If you want to buy skate products, I advise you to buy from another site.
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Response from HawaiiSurf
Hello, regarding the tracking link for the parcel, it sometimes bugs a bit but that only comes from DPD and not from our platform. Then regarding the deposit of your parcel and where you were not notified, that too is the responsibility of DPD as they should send you a text when it is at the pickup point. Regarding the grip, it is indeed an error on our part and I apologize for that. Did you speak to someone on the phone so we can send you one for free? Regarding the problem related to DPD, we will pass on the information you gave us. Remaining at your disposal. Best regards, Claude
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 22/03/2019
Having mentioned my phone number when ordering, I never received ANY TRACKING by email with a link or anything (I had to log in to the site) and NO SMS or anything telling me that the package was at the pickup point, I realized more than a week after the package arrived and without SMS the pickup office didn't want to give it to me!!! So I'm still without a package or progress on the order... it's quite poor for a first order.
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Response from HawaiiSurf
Hello,
We apologize for the issues encountered with the tracking, we indeed had transmission problems during this period.
For pickup, normally just an ID card in the name of the order is sufficient, strange that the pickup point decided otherwise.
We rarely experience delays in shipping, for future orders, if you haven't heard from us within 48 hours after purchase, don't hesitate to give us a call, our advisors can tell you more about the order.
However, this type of problem with tracking is very rare although quite annoying.
No need to exaggerate so much about the delays ;), your order from Friday night was sent the following Tuesday at our reopening and arrived on 27/03 not even a week before the package pickup on 02/04.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/03/2019
My order was sent to another customer
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Response from HawaiiSurf
Hello,
We sincerely apologize for the delivery delay due to this issue.
We indeed had an error on a shipment, the board being the last in stock at the time of your purchase, we ordered a board from the brand to send it to you.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/01/2019
I did not receive what I ordered. There was no blue Carhartt sweatshirt left, I had to change it for a black zip jacket and the Stussy t-shirt was in size S instead of L...
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/01/2019
I did not receive what I ordered. There was no blue Carhartt sweatshirt left, I had to change it for a zipped black jacket and the Stussy t-shirt was in size S instead of L...
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/01/2019
Received with the item
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/01/2019
Received with the item
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/01/2019
Deadline not respected without notifying the customer
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/01/2019
Deadline not respected without notifying the customer
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 08/01/2019
The skis ordered were packaged far too lightly and were therefore a bit damaged: I do not recommend ordering relatively fragile items
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/12/2018
Photo on the site is non-contractual... The leash was supposed to be all black, but it's actually a black and white checkerboard. Too bad.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 31/12/2018
Hello, your site is very interesting, however my order, once it arrived, the packaging was completely torn so I am very disappointed
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 22/12/2018
I ordered a product, but received another one that was roughly equivalent, without any message or warning from Hawaii Surf. I had ordered several times on this site before. I won't do it again.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 09/12/2018
Product arrived in good condition
However, not secured in the packaging
No foam or bubble wrap for protection
No SMS or email to inform about the arrival
Long delay of 3 weeks
Pleasant staff nonetheless
Respectful delivery
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 21/12/2018
I still haven't received my order. Three days late. Too bad for Christmas!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/12/2018
I am not very satisfied with my order. Forgetting the anti-theft device and the torn closure cord on a jacket that costs €320, I expect impeccable quality, this is not a second-hand jacket I am buying. I am waiting to see if Hawaii Surf will ensure its after-sales service. For now, I would not recommend your site to my friends and colleagues.
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Response from HawaiiSurf
Hello,
Have you gotten back to our colleague? We apologize to Picture for the quality of the jacket received. As a reminder, we are neither producers nor repairers, the after-sales service and warranty will be handled by Picture, and we are here to make the connection.
Also, if you have not already gotten back to us, you are invited to come back to us so that we can send your jacket to Picture.
Best regards
HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 09/12/2018
Delivery times not respected
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Response from HawaiiSurf
Hello,
I do not understand your review, the order was placed on Sunday the 9th and delivered on Wednesday the 12th. As generally indicated in our hours but also in the T&Cs accepted at the time of the order, we are closed on Sundays and Mondays.
Weekend purchases are therefore taken into account and scheduled for shipping the following Tuesday. This was the case for your order, delivered the next day in less than 24 hours after shipping.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 31/10/2018
Fast delivery but I doubt that the item was checked before shipping
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Response from HawaiiSurf
Hello,
Thank you for your feedback, did you notice a defect on the jacket? Or are we missing 3 points out of 5 for an unfounded doubt?
Best regards
Romain
HAWAIISURF
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